Customer Service Specialist

The Customer Service Specialist, under the direction of the Operations Manager, is responsible for client care, data entry and an information resource to the community. This is a front facing position, which requires exceptional customer service skills and a genuine desire to make a positive impact in the community. Duties include a wide variety of routine and moderately complex clerical and office support work, imparting accurate information, facilitating the animal adoption process by matching potential adopters with the best possible new companion, reuniting pets with their owners, processing sale transactions, answering phones, and keeping precise records.

Unusual demands include frequent interruptions and being flexible for in scheduling including working on the weekends and/or holidays depending on operational needs.

Please note:

The Hiring Manager reserves the right to make changes to this posting at any time. It is in your best interest to apply as soon as possible.

First round interviews are tentatively scheduled for June 26, 2026.

Second Round Interviews are tentatively scheduled for June 30, 2026.

* This recruitment may be used to fill other positions of the same job classification. Once all the position(s) from the recruitment announcement are filled, the recruitment may only be used to fill additional open positions for the next six (6) months.
* These duties include but are not limited to the following:

* Provides high quality customer service to people who visit or contact Joint Animal Services by providing routine to moderately complex information regarding JAS activities, programs, and services. Assists customers in completing standardized applications, forms, and other related material required by JAS; reviews documents for completeness and compliance with applicable rules and regulations, and informs customer of any discrepancies or further action required.

* Greets customers, answers phones, emails and social media contacts, enters and dispatches complaints, directs members of the public to appropriate personnel, provides information, takes messages as necessary, and resolves routine to moderately complex customer issues and/or complaints.

* Responds to animal-related complaints and collects necessary information on validity of complaint, location, nature of incident and status, and assigns the complaint to the Field Services Officer working that shift.

* Coordinates the animal adoption process; provides direct assistance; shares information about animal care and behavior; reviews adoption applications; interviews applicants in a conversational way; makes decisions using sound judgment and reasoning to finalize or deny an adoption; and communicate with the applicant in such a manner that maintains a courteous and friendly attitude even when declining a request. When needed, makes arrangement to have the adopted pet spayed or neutered at a local veterinary hospital.

* Assists customers inquiring about pet surrender with empathy and compassion, not judgement, and partners with them to find the best solution for them, as well as their pet(s).

* Uses and practices proactive pet recovery methods to reconnect people and lost pets.

* Processes pet licenses (in person, by mail, over the phone, or online).

* Routes materials and/or complex issues to appropriate personnel.

* Maintains a variety of Joint Animal Services records according to established systems and procedures including the foster care program, grant programs, and the live trap loan program.

* Follows up with program participants to ensure smooth operation of each program.

* Transcribes written reports for staff as needed. Updates case history files on the computer and paper as needed.

* Performs routine animal involved duties such as receiving, booking-in, and basic animal health processes.

* Euthanizes or assists in euthanizing animals according to established procedures, including documentation required by Drug Enforcement Agency and all record entries.

* Administers microchips and vaccines to animals prior to adoptions.

* Calculates fees and performs other routine mathematical calculations according to established guidelines and…